What counts as damage?
Damage can include appearance issues or problems affecting how your item works.
Examples include:
Appearance issues: Cracked or broken screens, dents, or scratches that go beyond the condition grade you purchased (Premium, Excellent, Good, or Fair).
Functional issues: Broken cameras, speaker problems, or anything else that affects your item's functionality.
What should I do if my package arrives damaged?
If your package arrives damaged, report it as soon as possible, and no later than 3 business days after delivery.
This deadline allows the seller to report the damage to the shipping provider.
Make sure to keep the original packaging until the issue is resolved. It can help determine how the damage happened and help prevent it from happening again.
How do I contact Back Market Customer Care about my delivery?
If you are already chatting with Back Market's AI agent and it couldn't help with your delivery issue, ask to speak with a human.
If you aren't already chatting with Back Market's AI agent, follow these steps:
Log in to your Back Market account.
Go to "Orders".
Select "Get help".
What photos do I need to report a damaged delivery?
Sending the following photos with your initial message will help resolve the issue faster:
Photos showing the condition of the package
A clear photo of the shipping label showing the tracking number
At least 3 photos showing the damage from different angles
Keep the packaging until the issue is resolved.
What happens after I report a damaged delivery?
If your item was damaged during shipping, Back Market can help the seller open an investigation with the shipping provider.
Depending on the outcome, Back Market Customer Care will help you get a replacement or refund.